Manager, Contact Center

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Every day, the people of Company® and Company® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.

Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.

What Part Will You Play?

Monitors and evaluates effectiveness of all aspects of a Contact Center and/or off phone environments . Ensures the highest quality customer service is delivered in an efficient manner. Empowers leaders to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Maintains close contact with clients through daily interaction with the client relations/project management areas. Handles all client requests in a timely manner. Coaches, develops and counsels existing team members and supervisors to higher performance. Approves all hiring decisions

Conducts training for customer service processes for team members, clients and merchants. Stay up to date on all changes regarding Card Brand Rules and Regulations and communicate any changes to Team Members, clients and merchants Identifies and coordinates additional training as needed.

Participates in weekly client calls to discuss upcoming marketing events, outstanding issues or any other topics pertaining to applicable areas. Resolves escalated customer issues that are not resolved at the supervisor level. Evaluates processes, client data and trends to identify process improvements. Oversees projects, conversions and process improvements to implementation.

Monitors Quality Assurance and Productivity - Conducts regular quality samples for each team and provide feedback/counseling as needed to ensure they are meeting established quality standards.

Adhere to an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines. Monitors revenue and expenses to ensure achievement of Divisional financial goals.

Monitors vendor communications and take appropriate actions as necessary.

Creates daily reporting of customer escalations. Analyzes trends and report to leadership any system, human, and other issues that cause a less than stellar customer experience. Provides recommendations to reduce and/or eliminate issues that impact overall service quality.

Participates in product development and implementation support. Identifies potential system issues and recommends system enhancements.

Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

Bachelor's Degree

Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.

Typically a minimum of 6 years

Related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.

Preferred Qualifications

Experience managing a call center preferred.

What Are Our Desired Skills and Capabilities?

None Identified

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US Applicants:

Company is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.

Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with Company. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the Company Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at ___@___(apply_to_show_email).

EOE/Minorities/Females/Vet/Disability

Outside of US Applicants:

Company is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.

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Every day, the people of Company® and Company® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including...

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Every day, the people of Company® and Company® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including...

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As part of the application process, a candidate account is required to log in and view application(s). Please be sure to check email regularly for information regarding our employment process.
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